Tourists’ perception of hotel frontlines’ questionable behaviors in Penang Island / Fairuz Abd Hakim, Norhamizan Hamir and Nor Azhar Mohd Taib

• Main Authors: Abd Hakim, Fairuz, Hamir, Norhamizan, Mohd Taib, Nor Azhar
• Format: Research Reports
• Language: English
• Published: 2011
• Subjects: Travel. Voyages and travels (General); Travel and state. Tourism; Malaysia
• Online Access: http://ir.uitm.edu.my/id/eprint/35536/1/35536.PDF; http://ir.uitm.edu.my/id/eprint/35536/

Previous scholars agreed that tourists’ satisfaction is the main objective in hotel business which reflects the service profit chain concept where satisfied employees will treat the customers fairly then lead to happy customers and satisfied customers will contribute to the organization profitabilit...